UPDATE
On July 15, it was reported that the Money Shop is to close.
This has been confirmed on July 17, when the Money Shop website was updated with details.
See Money Shop to close – two million customers will be informed for details of how this will affect existing complaints. That is the best place for all discussion from now on and I am closing comments on this page.
If you had loans from Payday UK, Payday Express or The Money Shop that you struggled to repay, perhaps rolling the loans or having to borrow again every month, then you may be able to win an “affordability complaint” and get a refund of the interest you paid.
Read How to ask for a payday loan refund for details about what an affordability complaint is.
These three brands are no longer lending
These three large payday lenders are brand names of the same company, Instant Cash Loans Ltd, and they all have the same approach to handling affordability complaints.
Refunds apply to the Money Shop’s cheque based lending from their stores in the same way as other payday loans – if you gave them a post-dated cheque for £100 and were given £85 in cash, then the £15 difference is the interest you paid on this loan.
In October 2017, Payday UK and Payday Express stopped lending. In August 2018, the Money Shop also stopped lending. but its other business (pawnbroking, buying gold, travel money) still carried on.
Getting a list of your loans
Many people don’t have a list of the loans they took from a lender, so asking for a Statement of Account is usually a good first step. In 2019 Payday UK and Payday Express have been sending statements out promptly without a charge.
Now people have a different problem – how to work out what the statement means – because it looks so complicated!
This is what I suggest you do if you only had one loan at a time:
- Go through the statement dividing it up into loans. A loan starts with a line labelled Principal Deposit and it ends when the balance is zero. Then another one begins. Draw a line between loans and label them Loan 1, Loan 2 etc.
- The amount you borrowed is the Principal Deposit number. Unless you topped a loan up, there will just be one at the start of the loan.
- The amount of interest you paid is the sum of the lines for that loan labelled Interest Repayment. They should show in the Amount column as being in brackets, ie you paid the money.
- Ignore all the other lines (unless there are any late payment fees.)
It’s harder if you had more than one loan at once or if the last loan wasn’t repaid. But the general approach – that you borrowed the Principal Deposit lines and the interest you paid is the Interest Repayment lines – is still correct. It’s just difficult to be so clear that “This happened to loan one, this happened to loan 2.”
Searching your credit record
It’s fine for a lender to check your credit record when you make a complaint, but these should be recorded as “administration reviews” which don’t harm your credit score.
In 2016 for a few months some people had Payday Uk and the Money Shop incorrectly record a credit application – these searches were deleted in November 2016 and in January 2018 the people affected were automatically sent redress of £75.
How they usually reply to complaints
Asking for longer
You may get an email on the last day of the 8 week period they are supposed to respond to complaints in, saying that they haven’t completed their investigation. At this point you can send your complaint to the Ombudsman if you want – the lender will still carry on looking at your complaint even if you do this, so if they do make you a good offer you can then tell the Ombudsman you have settled the complaint.
These lenders sometimes make reasonable offers, so you may decide to wait a few weeks and hope you don’t have to bother with the ombudsman.
Although they are making some good offers, they also seem to turn down good cases, so deciding to wait is a bit of a lottery.
“We don’t know – please send bank statements”
Quite a few people complaining get a response towards the end of the 8 week period or after another few weeks from one of these lenders saying they aren’t sure if some of the loans were affordable or not and will you please send your bank statements so that they can look again at them.
Sometimes they offer a refund on some loans, reject others and list a few where they aren’t sure. Sometimes they reject most of them but say they will look at a few if you send statements.
I think you should normally send them the statements. Some readers have done this and then had some or all of those extra loans refunded. Others have had the extra loans rejected.
If you want to accept their offer and send the bank statements so they will look at the other ones, sending them onto the Ombudsman if they are rejected, it’s best to check with PaydayUK first that you can do this. They normally agree.
The exception is if they have only asked for details about a couple of loans and rejected a lot more. If you wouldn’t be happy with a refund on just the ones they have asked about you may as well send the case to the Ombudsman right away.
Asking for details if you are complaining about loans that are over 6 years old
If any of the loans you had were taken out more than 6 years ago, you are normally asked:
I can see that some/all of the loans that you are complaining about are more than 6 years old. So for me to consider these loans, I need you to tell me why you didn’t complain about these loans until now.
To answer this, just say very briefly how you found out what an affordability complaint is. Also mention if you have been in a DMP.
For example you could say:
In 2011-12 when I had these loans I knew my finances were in a mess but thought it was my fault for borrowing too much. I had a DMP in 2014 but my DMP firm never mentioned that lenders should have made any checks on me. I only found out that I could complain about unaffordable lending in 2018 when I saw an article about Wonga in the papers.
But change that so it is accurate for your case. You may have seen a Facebook advert from a claims company, you could have had an email from the Wagedey Advance administrators, a friend told you about irresponsible lending complaints, or you could have found Debt Camel while looking for information about credit records.
Only reply about some of your loans
If you had loans from Payday Express and you notice some of the older loans aren’t referred to in Payday Express’s response to your complaint, tell PDE this. They may have been on an old system under a different account number – PDE will then look at your complaint again, taking all the loans into account.
At the Ombudsman level
Having taken 12-16 weeks to reply to many complaints, they are also slow at the Ombudsman level.
One reader reported:
I sent my complaint with Money shop to FOS in April this year and they are still waiting at the end of June for TMS to send through their business file despite them being sent a reminder.
Many people have reported their adjudicator having to give two or three two week extensions. They do accept a lot of adjudicator decisions though they also reject some good cases.
My notes show many people getting refunds of a thousand pounds or more from their complaints. One reader received over £9,000 after going to the Ombudsman. So this may take some time, but it can be well worth it in the end!
Loans over 6 years old
In 2017, Payday UK, Payday Express and the Money Shop started paying out on affordability complaints about loans over 6 years old. They were the first of the big lenders to agree to do this after the Ombudsman said they could look at the older loans in late 2016.
These older cases still take longer than complaints about loans under six years, but they are going through. And the 8% added interest can be very large for these older loans.
In late 2018 and 2019, they seem to have retreated from this position and now frequently won’t make an offer on older loans.
For example if you later had a DMP, PDUK is trying to argue that this means you should have made an affordability complaint then. It’s not a very good argument from them – after all, if you knew you could make an affordability complaint in 2014 (say) when your DMP started, why didn’t you do that then? So these cases are having to go to the Ombudsman.
Last updated July 2019
Paul F says
Hi
I won against payday express after a long wait nearly one year. They didn’t respond to the adjudicator so it went to ombudsmen they have been told to pay out interest on all loans. The original adjudicator decision was only on three loans but ombudsmen said all seven loans. Thanks to debt camel.
Anyone know how long till they pay out. I signed the form last Monday to fos they acknowledged the same day
Thank you
Sara (Debt Camel) says
“The original adjudicator decision was only on three loans but ombudsmen said all seven loans. ” I love it when that happens!
Paul says
Thanks to debt camel 👍😊
How long do they take to pay does any one know
Paul
David says
I remember reading about an alternative email address for payday UK but can’t find the post.
Would anyone have this info?
Much appreciated
GM says
Anyone with problems with payday UK?
I wrote to Payday UK (memcapital/moneyshop) with an affordability complaint and SOAR request.
It’s been 4 weeks and no sign of any statements whatsoever, so I sent another email today saying that if I don’t get the info, I’ll be reporting them to the ICO.
Carl says
Hi GM,
I emailed PDUK / PDX on 4th September and yet to hear back.
I sent a chaser email last night.
Lisa G says
I’m in the same position. Sent off my original complaint and SAR on 16/08 (so 8 weeks up on 11/10) and still haven’t received a list of my loans or a response. The only thing I have received is an email to say they they will email me with a final response (it was a standard email).
I’ve chased them up this morning. All of my loans are over 6 years old so Im expecting a rejection! I really can’t see how it takes so long to send me a rejection email!! 🙄 Obviously I have to wait for the 8 weeks before referring to the FOS.
Carl says
So I have just an email back from them with complaint references and apologising that they couldn’t resolve within 4 weeks.
They will be in further contact – still waiting for list of my loans though!
GM says
Well, within two hours of asking them for an update and threatening to take the matter to the ICO, they sent me a list of all the loans. Result!
Lisa G says
I still haven’t received anything from my chase up this morning… you guys are doing better than me! 🙄😂
Laurence says
I heard nothing from PDUK after 4 weeks. Chased this after the 4 weeks were up (referenced contacting the IOC) and then a matter of hours later I got a full list of my loans.
Keep emailing and chasing them if you’ve heard nothing
Louise says
Hi has anybody had any recent success at the fos with The Money Shop with loans over 6 years.Mine seems be taking ages.Thanks.
Chris Mitchell says
Hi
This is the email address I have been given to complain too, regarding PAYDAYUK.
customerrelations@themoneyshop.co.uk
Cheers
Chris
Jenn says
Hi, have just had a message from the money shop regarding loans over 6 years after I had final response. They have said complaint handler has passed it on to the Case clinic that apparently only happens on a Tuesday? Has anyone else heard of this? Is it a good or bad sign money shop doing this? I remain hopeful but I was told I would hear back within a week and it’s been 10 days now and I’ve had to chase and still waiting.
Sara (Debt Camel) says
I haven’t heard anyone mention it. It’s not a bad sign – someone has obviously read your case. Who knows whether you will get a good offer though… can you come back and say?
Jenn says
They did give me an offer of all loans not over 6 years which was 9 out of 54. It has been 12 weeks now but reluctant to send to the ombudsman as they do seem to be doing something and I’m hoping they will payout without months of waiting on fos. Will let you know when I find out what a case clinic and the outcome.
Jolo says
Hi all I’m new but thanks to this I have put in 3 claims with 3 companies and provident all used at the same time, about 2007 to 2009 time so I am aware that they may try to use the 6yrs rule but as I only found out about this a few months ago I’m hitting back with the plus 3 rule fully aware I will probs have to go to the fos and probs get nothing but worth the wait if I do. However today on the bus home I found a thing on Google about the fos saying they have to start offering refunds and contact old customers, didn’t get to read the whole thing before I got home and now I can’t find it. Did anyone see it?? If so what was the whole thing about.?
Sara (Debt Camel) says
Hi Jolo,
I think you mean the FCA, not FOS? This is the letter the FCA has sent payday lenders this morning: https://www.fca.org.uk/publication/correspondence/dear-ceo-affordability-high-cost-short-term-credit-loans.pdf. I will be blogging about it soon!
Jolo says
Yeah that’s the one. I clicked on it to read it but then had to get off my bus, got home and poof it was gone lol. Did find that the sun had done a article on it and gave that a read so will be interesting to see what happens now
Scott says
Hi Sara, could these FCA guidelines have the potential to reopen closed complaints or even those that have been redressed?
Thanks,
Scott
Yvonne Potter says
Payday Loans Express have said they are struggling with the volume of complaints and are unlikely to have decisions by 8 weeks. My case was submitted on the 2nd September 2018 and it’s not even allocated to anyone yet. I did appreciate the handlers honesty.
Anita says
Hi Sarah,
I was waiting for final response from PDUK and PAYDAY EXPRESS aroung 12 weeks. They replied asking for the reason why I complain so late and how did I found out about my rights. I replied with requested information. Then I received an email asking for another 1-2 week for them to look into this. Very strange tactic or they are overloaded. I am happy to wait but would appreciate your advice. Many thanks thanks
Sara (Debt Camel) says
They are overloaded. But there is no guarantee you will get a good offer from them so after 12 weeks it sounds like time to send it to the Ombudsman. They can still respond with an offer then you can withdraw your case from the Ombudsman if it’s good.
Anita says
Thank you.
K says
I was just coming on here to ask the same thing as I’ve received the same email from them asking for a further 1-2 weeks after replying to their final response explaining why I hadn’t complained earlier.
I guess I’ll get mine sent across to the Ombudsman today too.
Emma says
I just want to say thank you to this page! I stuck to my guns after PDUK offered £700 and went to the FOS after a long 10months I have received the offer of £3200 from them! Thank you so much I couldn’t of done it without the advice of this page!
Does anyone know how long it takes after you accept the offer?
Anyone wondering if the should go to FOS, be patient it is taking longer but the end results are worth it!
John M says
Hi Emma,
I received an email from PDUK (came in to my Spam FYI so keep an eye out) asking for my account details about 4 days after FOS let me know. I emailed them and they transferred the money 3 working days after I gave them my account details.
Well done!!
Emma says
Thank you John! The FOS asked for my bank details so I sent them through. Might call today make sure he got them.
I am so glad the fight is over! Was a long 10 months!
Andrew says
Hi I had a responseoffering a refund on some from payday express but needed bank statement for earlier loans but NatWest haven’t got them as it’s too far back can I still pursue or give up is it worth emailing them and asking them to look at loans with info they have or just send straight to ombudsman and see what happens anyone had any experience with limited statements ?
Sara (Debt Camel) says
How old are the statements you want? Has the account been closed?
michelle cooper says
Hi I have the same issue that they want to see statements but I no longer have a bank account with the bank they want the statements from. What do I reply to them about this?
Sara (Debt Camel) says
You can get bank statements from closed accounts, it depends how far back you need to go.
Gem says
Hi Sara – I have an open complaint with Payday Express/The Money Shop, they have said they are willing to consider my complaint but need bank statements from June 2009, Ive spoken to my bank and theyve told me that they do not hold bank statements that far back.
Ive gone back to PDUK and explained this – they have just replied to say they will not consider my complaint without the relevant info. Ive given them my earnings/expenditure and credit rating for the time that I applied… is there anything else that I can do? I dont want to lose this claim as its 3 loans with thousands of pounds worth of interest….
Thanks in advance…
Sara (Debt Camel) says
Send it to the Ombudsman now. Also ask your bank to put it in writing that they don’t have your account records from that far back and then send that to FOS.
Do you have any records of what you were paid back then? Payslips, P60s, anything else? You are looking for bits of evidence that will support your case. I’m not saying it’s impossible if there is nothing, but it’s worth trying to find odd bits.
It sounds as though these were either
Lynn says
Hi have sent a complaint to the FOS, after Payday Uk final response was that loans were taken out over 6 years ago.. have had an email from FOS today stating the following:-
“
You may be aware Payday UK has said that all of your loans were taken more than six years before you complained and have said we can’t consider them. We’re looking into what Payday UK has said and we will let you know whether we think we can consider them.
We’re not yet in a position to give you an answer on whether we’ll be able to look at all of your loans. And it’s still possible we might not be able to look into loans that were taken more than six years before you complained. “
I was under The impression that the FOS were looking at all cases over the 6 year period, has anyone else had this response from the FOS please?
Sara (Debt Camel) says
Although FOS has now published a couple of clear decisions saying that they can look at older loans, this does not automatically mean they will in all cases. See https://debtcamel.co.uk/fos-time-limits-payday-loan-refunds/.
Louise says
Hi everyone,the fos have given The Money Shop 2 weeks to agree with them,does anyone know if they take the full 2 weeks and do they normally agree with them.Thankyou..
Nick says
They agreed with my adjudicator on the last day and paid out on day 26
Louise says
Hi,hopefully they will agree with my adjudicator aswell, they’ve got till Tuesday to reply..Hopefully be good news..Did you receive a good amount?
Claire says
Hi
How long has your complaint been with the FOS. I’ve got one with them against The Money Shop, they’ve acknowledged receipt of Bank Statements etc but not heard anything since. I had one against Early Payday Loan and that was dealt with and sorted quick once I sent everything over
Thanks
Louise says
Since May,didn’t hear anything for ages after that but I kept emailing them asking for updates every week..
C says
Thanks Louise
That was quick, mines been with them since March, and I’ve seen people who have been longer than that.
Must’ve got lucky, well done you, keep us posted on your progress 👍
All the best
John says
Hi Louise, well done on winning your complaint against the Money Shop and hope they agree with adjudicator. Submitted mine to the FOS , end of April and still waiting to be allocated to an adjudicator.I phone the FOS every 2 weeks for an update, and I am now familiar with the same response every time.
John says
Hi Louise,
Can I ask how long did the Moneyshop take to respond to your adjudicator and when did they pay out? My adjudicator has given them 2 weeks to respond.Thanks
Kelly says
Hi Sara,
I wonder if you can advise me please – I’m at a bit of a loose end and not sure what to do with the response I received from moneyshop (payday UK) today. I’m coming up to 8 weeks from my initial complaint via email and received this:
I am sorry for the delay in replying to you and advise that we are not yet in a position to respond to your complaint as our investigation is not complete.
We, are working complaints in the order in which they are received and currently we expect to issue you with our Final Response within the next 3 to 4 weeks.
The Financial Ombudsman Service gives a business eight weeks to respond to a complaint and, as this time has passed, this means: You have the right to refer your complaint to the Financial Ombudsman Service, free of charge. The Ombudsman might not be able to consider your complaint if:
• What you are complaining about happened more than six years ago; and
• You are complaining more than three years after you realised (or should have realised) that there was a problem.
I don’t think I have hit the 6 years mark as yet so def not over 6 years . Shall I wait on there response then Persue FOS . They have mentioned that I should of complained then by the looks of the bullet points, but i didn’t know I could make a pay day loan complaint at that point until I saw your page shared on Facebook!
Any information would be great!
Thank you
Kelly
Sara (Debt Camel) says
The “three year” bit only matters if the loans were over 6 years old. Yours aren’t, so FOS will definitely be able to consider them.
You can send it FOS now and withdraw the complaint if Money Shop come back and make you a reasonable offer. MS would like you to wait another 4 weeks – it’s up to you if you want to do this, but if they don’t give you a good offer it is wasted time.
Kelly says
Thank you Sara for your speedy response.
Ok, great. I will contact the fos .
Thanks x
Lynn says
Hi Sara
Im slightly confused :-
My loans were taken out betweeen 2009 – 2011 with Payday UK, could you explain the six year and “Three Year bit” as not quite sure what this means. The FOS said they may or may NOT be able to look into my loans???
Thank you
Sara (Debt Camel) says
The normal FOS rules say a complaint has to be made within 6 years – 99% of what they deal with comes under this rule (except PPI, PPI is just different).
But there is another rule which says they can look at a complaint if it is made within 3 years of the customer becoming aware (or when they should reasonably have become aware) that they could complain. Which is of course you!
But FOS will have to check that they think you meet this criteria – that’s why they say they may or may not be able to look at your loans. In the last month FOS have published a couple of general cases with the lender not identified which look in great detail (they are VERY long) at all the arguments and the FOS comes down firmly in both cases saying it can look at the older loans. See https://debtcamel.co.uk/fos-time-limits-payday-loan-refunds/
Robin Savage says
Hi guys
I sent the first draft template to The Money Shop/Payday UK on the 19th of September, I then received a reply asking for my postcode, phone number etc. on the 8th of oct. I replied with the requested information and also the second draft letter from this site on the same day.
Yesterday I received this from them:
We are sorry you are unhappy with the service provided and look forward to resolving this for you.
Your Statement of Account Request has been sent to the relevant team and they will provide the information requested within the next 30 days.
Now my maths isn’t brilliant, but even I know that if you add 30 days to yesterdays date, and take into account I started my complaint on the 19th of September, they are well out of the 8 week period.
So my question is, what should my next move be? Contact The Money Shop and state that they are exceeding the 8 week rule, wait for the statements and send the second letter again or go direct to the Financial Ombudsman?
Any help you can give me would be greatly appreciated
Sara (Debt Camel) says
I suggest you reply saying your complaint started on 19 September and you will be sending it to the Financial Ombudsman 8 weeks after that.
Robin Savage says
Hi Sara
I’ll send them an email today then and start from there.
Thanks for the link to the thread too
Henry Mcdermott says
Hi Sara
I have been waiting on an outcome form the money shop regarding payday UK pay UK payday express and a few other , they have separated it into to separate complaints however the basis of my complaint of unreasonable lending was those companies fall under the same umbrella so should have seen i was robbing Peter to pay Paul… by them separating it will it make a difference?
Also this was 7 weeks ago and they have sent me an email saying it could take a further 3-4weeks for a final resolution , am I best waiting till then or on the 8th week go staring to the financial ombudsman
Thank u
Henry
Sara (Debt Camel) says
I think you have to wait and see what the replies are to your complaints to see how they are handling it.
It’s a difficult decision whether to allow them the extra weeks or send straight to FOS.
Robin Savage says
Hi Guys
So today I finally received my loan statements from The Money Shop and Payday UK. I wrote to them using the first letter of complaint from your site on the 19/09/2018, I then received an email asking for more information on the 8/10/2018 which I sent to them on the same day together with the 2nd letter of complaint template from your site. When I received the statements today, there was no mention of when my complaint will be dealt with or when any final decision will be made and no requests for further information.
The 8 week period from them is due on the 14/11/2018. Should I resend the 2nd letter of complaint again now that I have received the statements and remind them of the date when this needs to be dealt by?
Tommy says
Hello Guys
Quick question with regards to bank statements.
My payday loan history includes 6 seperate companies and ended in a drawn out DMP which i settled in full after the death of my mother. (I’m within 6 years as 2014 was my first PDL).
Waiting for responses from all creditors in this early stage. I closed my Barclays account which have all my relevent statements to use in evidence. How likely am I to get these back do you think?
Also EveryDay Loans have skipped the request to provide me with my Statement history, and said they would respond within 8 weeks to my “complaint” of misselling. Do you think this is a sign of an offer?
Thanks in advance !
Sara (Debt Camel) says
It should be easy to get your bank statements from Barclays back to 2014 even though it is closed. I suggest you do this now as it’s a fair bet at least one complaint will need to go to the Ombudsman.
Everyday Loans – have you read https://debtcamel.co.uk/refunds-large-high-cost-loans/? because these complaints where the loans were large and you only had 1 normally, or 1 and a top up, are a bit different. the affordability rule is the same, but there are other points you may want to make. So read that and send EL a request for ALL your personal info now.
Tommy says
Very kind of you to reply so quickly. Appreciate you help in this matter Sara!
Ann Brown says
Hi Sarah I only recently found your website and submitted my complaint to the Money Shop the 30th of September during 2007 to 2012 I was cashing cheques every month without fail even when I was having difficulties and having late fees added they continued to allow me to borrow I also had payday loans at The time with Payday Express and Payday UK running simultaneously I have sent them my payslips from that period showing a part time take home pay of £850 do I stand a chance of any refund?
Sara (Debt Camel) says
That sounds like a lot of borrowing! I would hope you will get a refund. Have you also complained about Payday Express and Payday UK?
Ann Brown says
Hi Sarah thanks for the quick reply yes I sent complaints all three I also sent them a full statement of all the cheque transactions just a bit concerned that they are over 6 years they have sent me the 4 week email about all three
Ann Brown says
Hi Sarah I called the moneyshop and the advisor said that due my moneyshop and PDUK complaints were with a case handler but the Payday Express was still awaiting assignment however he said they are struggling to get complaints resolved in the right week period but said I should call back next week has anyone had success with the Moneyshop without going to the FOS?
David says
I had great success with them without going to FOS.
7 loans from PDUK and 6 from PDEX. Original final response, PDUK loan 1 not upheld, loans 6 and 7 upheld and 2-5 unable to determine. All 6 PDEX loans unable to determine. Asked me for bank statements to determine these loans. Was a bit skeptical at 1st but sent them anyway. Ended up upholding all the loans they were unable to determine.
So out of the 13 loans I had between the two, every one was upheld apart from the 1st PDUK loan
Ann Brown says
Hi David thanks for that gives me a bit o f hope can I ask were your loans within the six years and did they respond within the eight weeks?
David says
Yes they were within the 6 years.
Got an email at the 8 weeks mark saying they needed longer but recieved my final responses within a week of that. Then when I sent my bank statements it was only another few days after that
Ann Brown says
Great news my situation slightly different as mine were from 2007 to 2012 but fingers crossed thanks again keep you posted
Scott says
Hi Sara,
Firstly, thank you for all the information contained on this site! All of my Payday lending was over 6 years ago, but I was in an utter mess with it at one point in my life. I’m bracing myself for a long process! I was borrowing from The Money Shop and Payday UK concurrently so it is very interesting that they are the same company.
I requested a list from all the lenders I ever borrowed from on 16th October. H&T were extremely quick to respond, providing a list of loans and also telling me the complaint was not upheld and they were not prepared to look at it as outwith the 6 year period, so I will refer to Ombudsmann.
The Money Shop have come back to me today with this:
Dear Mr X,
Many thanks for your recent contact.
We have passed your Statement of Account request to the relevant department who will be in contact within 30 days. For any further information relating to this request, please email SOARequests@themoneyshop.co.uk
Should you have any queries, please don’t hesitate to contact us on the details below.
Kind Regards,
The Money Shop Head Office
Has anyone else received the same email? Seems like a long lead time just for a Statement Of Account when they only have 8 weeks in total to respond!
Thanks in advance for any replies and good luck to all those of you looking to right the wrongs of these companies.
Ann Brown says
Hi Scott I didn’t have to wait too long for my loan statements to come through they actually came in a few days I am in a similar situation to you as my loans were also more than six years ago
Jolo says
I requested mine on 2nd of oct(actually put complaint in 12 th Sept but they needed me to confirm dob so said complaint can only be back dated to 2nd Oct) I got the email about statement request last wk but I rang up on Mon and they said I have to wait till tomorrow to ring them again so they can escalate it as 30 days are up. Going to mention IOC and see if that gets me any further. My loans are over 6yrs too 07-09
Scott says
Thanks for the reply Jolo – wishing you luck! Keep me updated.
Ann Brown says
Hi Jolo I received my final response letter today. The Moneyshop have said they will not consider loans over six years.
Jolo says
Hi Anne
I hope you are now taking it to the fos?
Still nothing on mine yet including the statement!! I did get a call from a manager the other day who was lovely he said that he could see my original complaint went in on the 12th of Sept and it their fault they didn’t ask for additional info untill the 2nd Oct so he is back dating to the 12th. He’s sent another reminder about the statement and said if I ain’t got it by nxt weds to email him.
Scott says
Great to hear others are in the same boat with older loans. Good luck Ann – I will try to keep you updated on here.
Ann Brown says
Thanks Scott and Jolo will keep you posted.
Louise says
Hi does anyone know when accepted an offer through fos regarding The Money Shop how you get the payment,do you have to contact The Money Shop to give bank details..Thankyou.
Nicki says
When I accepted the offer I had to sign the form and pass my bank details to the adjudicator and I received payment on day 25 of 28. This was in March this year
Louise says
Hi thanks for the info,I’ve just spoke directly to The Money Shop and gave my bank details who say it should be within 10 working days,hopefully be quicker..
John says
Hi Nicki, can I ask how long the Moneyshop took to respond to your adjudicator?they have exactly one week left to respond to mine.Thanks
Louise says
Hi does anyone know how to contact The Money Shop regarding a payment agreed by the fos adjudicator..Thankyou
Louise says
Hi does anyone know how long a refund from The Money Shop takes to go into your account once they have your bank details..
John says
Hi all,
After exactly six months wait , my Money Shop complaint has now been picked up by an adjudicator and hopefully things can progress much faster now.
K says
Are these for loans over 6 years old?
PDUK admitted irresponsible lending and made me an offer for my loans which were within the last 6 years but refused to look at my older loans so I sent the complaint on to the FOS a couple of weeks ago. I’ll prepare myself for the long wait.
John says
Hi K, Yes the majority of the loans are over 6 years old, took them out between 2008-2012 The Money shop didnt object to the older loans when I made my complaint to them in January this year.
Jolo says
Did they make you a offer that you was not happy with or did they say you could afford them?
John says
Hi all, after exactly six months wait,my complaint at the Money Shop has now been picked up by an adjudicator and hopefully things can move at a faster pace now. Will keep everyone updated
C says
Well done John.
I’m exactly 6 months on Saturday and I called the FOS today, who said it’s still awaiting allocation, so you popped me to the post 😀.
How many cheques/loans did you have do you know.
Keep us updated with this please mate, hopefully I won’t be too far behind you 👍.
All the best.
John says
Hi C, I had 69 cheque loans some rolled over several times , paid almost £3000 interest . Money Shop didn’t uphold my complaint because they said the had incomplete records but they were able to provide me with my statements of accounts. Hope yours gets picked up soon, I was phoning the FOS weekly for an update after I had waited for 4 months without my case being picked up by an adjudicator , just to give them a gentle nudge. I last phoned the FOS on Monday and was told that it was still waiting allocation only to receive an email from adjudicator introducing them self yesterday. Good luck with yours mate
Sara (Debt Camel) says
“Money Shop didn’t uphold my complaint because they said the had incomplete records” that sounds a very bad reason to reject a refund!
John says
It’s a very bad reason indeed to reject a complaint. They didn’t make much effort to fully investigate my complaint, they never requested for further information like bank statements etc to reach a reasonable conclusion and they tried to fob me off , but I have supplied all information over 4 years worth of bank statements to the FOS
John says
Will definitely keep you posted.
C says
That’s interesting John
Mine is about 4K interest with only 25 cheques rolled over continually.
Mine was rejected as they said they couldn’t get all the detail as well.
All the best fella 👍
John says
Hi C , sometimes I would let the cheques go through my account and I would be back at the store after a few days to borrow again that’s why I have a high turnover of cheques . I still owe them about £600 from the last batch of cheques I defaulted on, but with the 8% it will surely add up to a very decent payout . It appears you rolled over your cheques for very long periods. It also appears the Money Shop is giving the same excuse to most of people with cheque loans complaints abt records being incomplete , but the bank statements do pretty much show most of the information what the detailed checks should of have revealed at the time.
C says
Absolutely right John, the cheques were in fact the worst debt I think, they kept creeping up and then having to go in to the money shop each time to pay of was a hard and bad experience. I think it was the shame of doing it face to face also. On the other PDL websites, it was faceless and the ease was frightening as well.
Pawn shops were a regular visit then to help pay things aswell.
Looking forward to this one being completed, it won’t be the biggest payout I had, I think it’s the satisfying retribution for the shame it caused.
👍
Dalton says
Hi all,
Has anyone had any dealings with Moneyshop (PDUK and Payday Express) over the past couple of weeks?
I went past the 8 week mark with them, they asked for another three weeks. I was happy to wait but now that deadline has passed too.
The thing is that they were actually reasonably responsive before now in terms of keeping me updated when I asked, and responding to emails, but now they are not answering anything at all.
Has anyone else experienced this? Just wondering if they have suddenly gone quiet for everyone, or if they tend to go quiet while they are preparing an offer or if they just don’t want to come back to me and admit that they haven’t done anything at all yet?
Thank you
nikki says
They aren’t replying to any of my emails. I have emailed daily this week to several different addresses and have heard nothing, very frustrating!
Dalton says
Thanks Nikki. Yes it is! How far are you along with your complaint?
nikki says
I put a complaint in ages ago and I had zero response whatsoever. However, a team manager upheld my complaint and refunded me on the 2 loans I had. I had also put in a seperate complaint about the lack of communication and how it took way too long for them to respond. He upheld that complaint to and I have asked for compensation for this but they arent responding to this.
Nat says
Hi, I’ve had exactly the same thing. I phoned today after 12 weeks and 3 email asking for an update with no response. Was told on the call today that my complaint is in a queue and they are dealing with cases 27 days and over from the initial 8 week deadline, and mine is only 26 days over!! I asked how far the complaint had moved as I had heard nothing in 4 weeks and he said it hadn’t been looked at anymore since the initial complaint!! I have nice referred to the financial ombudsman as he said it could still be weeks before they reach mine to start working on!
Jolo says
A little update on mine
Still no joy with the statement which is overdue now but apparently the manager of that department is on holiday till Monday. The guy who I spoke to today (and every other time he must be the only one who works there lol) said there was activity on my claim between 26-30th Oct so when I speak to him on Tues about my where my statement is he’s hoping to have some news.
Ann Brown says
In in a similar situation I too always get the same guy on the phone when I call and he advised me to ca!l back Monday
JoSca says
I made an initial complaint to PDUK & PDExpress at the start of October 2018 asking for details of my loans. They replied a few days ago saying that this complaint has already been investigated and a final response letter was sent to me in January 2018. I have never made a complaint to this company before and have never received a FRL. I have asked them to send me proof of the initial complaint and proof that the FRL was sent in January along with a copy of the letter itself. What should I do next, wait for their response or take this to the FOS as I know haven’t complained before? Thanks for any help.
Sara (Debt Camel) says
I would give them a week then send it to FOS.
Rich says
The original 8 weeks is now up since my original complaint for both Payday Express and PDUK. They have today emailed me to let me know that they the complaints are still under investigation and would need an additional 3-4 weeks. It seems by reading other comments that this is a regular occurrence. I am not sure if I should just wait or send this over to the FOS.
FYI – most of the loans were over 6 years old and there was atleast 18 months of constant rolling over of loans and paying silly interest I just hope that they don’t come back in 3-4 weeks time to say they can’t consider the complains due to their age. I did however let them know that it was only in the past few months that I realised I was able to complain.
What are peoples thoughts and experiences with PDUK and PDexpress – should I wait or go directly to FOS now?
Thanks
Ann Brown says
Hi Rich Im in a similar situation as my loans are over 6 years too. I will give them the 8 weeks and I am going to the FOS as from what I see there are people on here who have waited a lot more than the additional 3-4 weeks
Dalton says
I wouldn’t give them any longer. I gave them the benefit of the doubt and let them have the extra 3 to 4 weeks and then I had another email saying that they needed yet another 3 to 4 weeks. It seems to be a standard email that they send out hoping that people won’t mind too much about another 3 weeks and so won’t escalate the case. If they can’t even stick to the first set deadline, or even their own second deadline then there is nothing to suggest they will stick to the third deadline
Anita says
Sarah,
I would appreciate your advice. Pduk upheld my complaint regarding last loan. In their final response, They requested bank statement to be able to determine and look into the previous ones.
Just spoke with them over the phone and been told that even if I accept their offer they will still look into the previous loans once they have a bank statements. Although accetence letter clearly says that their offer (if accepted) would be their final and full settlement.
In my opinion it is a contradiction between what they and the letter says. I don’t want to do anything wrong so advice would be appreciated.
Sara (Debt Camel) says
I suggest you email them saying that, as discussed on the phone today, you wish to accept their offer on loan 9999999 on the condition that they will reconsider the previous loans when you supply bank statements and that if they do not refund them, you will be taking your case to the Financial Ombudsman.
Anita says
Thank you for your advice. I will do this. I have been told all phone calls are recorded so hopefully I can relay on their word.
adam says
Hi all
I’ve recently had a payout from Payday express on a loan, they agreed with my complaint. No I have accepted their offer, but on the offer it said that they didnt look at loans over 6 years as I didnt tell them why I didn’t ask them too. So i’ve accepted the offer and emailed them stating that I was unaware that I could complain about irresponsible lending until now. They have replied with:
Thank you for your email, and the information about why you think the 3 year exception to the normal time limits applies to your circumstances, and therefore why we should assess the loans provided to you before 2012.
At the same time, you seemed to have accepted our offer to resolve your complaint (in full and final settlement), and we are now in the process of making this payment to you. Unfortunately, it is not possible for you to both accept our offer, and ask us to reconsider our offer to you.
Where do I stand on this? Should they be looking into this part of the complaint? Even though i’ve accepted the offer on the loans under 6 years?
Thanks
Adz
Sara (Debt Camel) says
“So i’ve accepted the offer and emailed them stating that I was unaware that I could complain about irresponsible lending until now.” was this in the same email?
adam lackford-pearce says
Hi Sara
No i replied a day late with this
Thanks
Adz
Sara (Debt Camel) says
Ok, that is pretty quick. I suggest you reply that their letter was not clear that you couldn’t take the offered amount AND ask them to look at the older loans, you think they are now behaving unreasonably in refusing to look at the older loans and you want them to reconsider their decision, or Yiu will send it to the Ombudsman.
adam lackford-pearce says
Thanks Sara
I’ll give that ago and let you know how I get on :)
Ann Brown says
Hi Sarah the Moneyshop have came back to me saying they will not consider complaints over six years like I said initially from 2007-2012 I cashed cheques every month without fail rolling over etc should I go t o the FOS?
Rich says
Hi Ann, that’s strange as it seems it’s the opposite to what other people have said on this chat. As in they seem to accept many complaints for loans over 6 years. So I would go to FOS..
It is also strange to highlight that you complained after me and I haven’t received any final response yet and all the loans for me were over 6 years old. It’s been almost 9 weeks since my complaint. So they’re either investigating mine even though over 6 years or they’re just going through complaints at random. I don’t know. Looks like it’s a mess either way and are not consistent
Ann Brown says
Hi Rich don’t know if it anything to do with it but the day before I copied on the CEO in my email basically saying that their companys reputation must be suffering due to the multiple complaints and bad reviews they are receiving regarding their complaints process and Hey Presto! next morning received final response I have emailed them back saying why I submitted complaint outwith the six years and I will be submitting to the FOS so will see what happens
Ann Brown says
Received another email this morning saying they will get back to me in the next week or two so unsure whether to progress with FOS
Fay says
Hi, Wondered if anyone could help.
Had multiple loans with PaydayUK from 2012-2014, racked up a lot of debt. Sent them the template from this site asking for a list of loans in August and got an email back a few days ago without any details of my loans, but straight into a ‘final response’ saying that all my loans were over 6 years old (they weren’t, majority are just under) I’ve written back requesting the list of my loans once again. Should I escalate to the FOS or wait?
Sara (Debt Camel) says
Send it to FOS but carry on asking for the list of loans.
Jean hall says
Hi had loans with the money shop from 2007 to 2013 had a total of 22 loans sent the template and received a response back offering a refund on 2 loans . ( 2,400.)
The money shop admitted that the lent money irresponsibly because my salary was only £800.00 per month they admitted that l has become dependent on the loans … however they said that they were unable to pay the older claims … and that l should let them know why l did not complain earlier l have sent this to the financial ombudsman after looking at the sars report they sent me it shows that l oId over £6,000 in interest over the years …… has any one had any luck with cases that are similar to mine
Sara (Debt Camel) says
Yes, the Money Shop has had to refund on over 6 year old loans.
Rich says
Hi Jean,
It’s a good start that they have alteast reviewed your complaint and admitted to some sort of irresponsible lending. But they should be looking at loans over 6 years.
May I ask how long it took them to offer you a refund from the day you complained?
Thanks
Jean hall says
Hi Rich
My initial letter went out on the 10 sept 18 got my final response stating that l had nobloans with them l called them and within a couple of days received an updated responsewhich was dated 11 October 18……..
The money shop stated in there final response
” for me to consider these loans over 6 years l need you to tell me why you didn’t complain about these loans untill now ” l sent a letter backing declining there offer but also letting them lnow that l didn’t know that l could complain untill l came across this site
Ann Brown says
Hi Jean my loans were from 2007-2012 I received final response saying they couldn’t consider my loans as they were over six years I replied saying I didn’t realize until recently that the FOS had agreed that companies should be looking at these loans U received reply saying they would get back to me in a week or so my complaint has been sent to the FOS pending reply from the Moneyshop will keep you all posted
Robin Savage says
Hi
I have ongoing complaints with The Money Shop, Payday UK and Ladder Loans, all of which have now exceeded the 8 week time period to be resolved.
A representative has written to me today in regards to my complaints with Payday UK and Ladder Loans saying that they need an extra 4 weeks to consider my complaint, each in a separate email. I still haven’t received the equivalent email from The Money Shop.
I now feel that it’s time to take this to the FOS but I have a few questions.
When I take this up with the FOS, should I make 3 separate cases, ie one for The Money Shop, one for Ladder Loans and one for Payday UK or do it all on the same case? Also, I still haven’t received my requested loan history statement for my Ladder Loans complaint, what information should I give to the FOS regarding this?
Your help as always is very much appreciated
Ann Brown says
Hi all had anyone else been trying to call the Moneyshop I have tried a few times over t he past few days and was in hold for an hour each time and just have up I know they’re probably busy but normally you do get through to a really nice advisor
siobhan says
Hi Ann,
I was able to get through quickly yesterday using 0800 316 1414. I am in the same situation as you with numerous loans with the Money Shop all over 6 years old. Have you been able to get in touch with them yet?
Ann Brown says
Hi Siobhan I’ve been going through on a different number but they have changed their phone lines as now gives you options last email on the 12th said they would get back to me in week or two fingers crossed. I have contacted FOS in the meantime with complaint
siobhan says
Hi Ann,
Please let me know if you here anything from them. My complaints are over 8 weeks and they emailed me last week to ask for another 3/4 weeks. I have also submitted the complaint to the FOS, as you have. I note you had a rejection for your loans over 6 years, which is strange, as I believe they have looked at others from that period. When I rang yesterday they could not give me an update on when I would here anything
Ann Brown says
Hi Siobhan will keep everyone posted. They sent me the final response saying they wouldn’t consider the older loans I emailed explaining that the FOS had only in the last year advised Payday lenders to look at the older loans they emailed back saying they would get back in a week or two good luck!
Adam says
Does anyone have the current email to contact when sending a complaint?
I am looking into submitting one myself but am unsure where to send it. Can’t seem to find it on their site. Thanks
Ann Brown says
Hi Adam the email address I used was customerrelations@themoneyshop.co.uk Hope this helps
Ann Brown says
Hi after replying to my final response letter Moneyshop emailed saying they would reply in one to two weeks still no reply and the two weeks are up tomorrow 23/11 the complaint handler does not reply to my emails either any advice what to do next anyone?
siobhan says
Hi Ann,
Personally I would ring 0800 316 1414 and ask to speak to a Supervisor if they are not replying to your emails.
This is just getting a little bit silly now, they have had ample time to give you a response, as you say the 2 weeks are up.
Ann Brown says
Hi Siobhan I called they said still no update but t get would email the complaints dept to ask someone to email me which I doubt will happen however when I called t get said the FOS had contacted them asking for my file so we shall see what happens thanks
siobhan says
Hi Ann,
Well at least they are aware that you mean business, now that they know the FOS have asked for your file.
Can I ask how long ago you sent your complaint to the FOS? That seems pretty quick for them to be looking for your file.
Hopefully this will spur The Money Shop on to give you a response. Good luck and keep us posted
Ann Brown says
Hi Siobhan sent complaint to the FOS on the 9th of November they have given the Moneyshop till the 12th of December to give them my file etc keep you all updated
Bob says
I started the process in Feb and April it went to appeal. On Wednesday this week PaydayUK finally made an offer of full interest + 8% and I have been advices once they received my acceptance that it could take up to 28 days for payment. Is this usually the case or does anyone receive payments quicker than this. Tia
Ann Brown says
I called the Moneyshop yesterday as the promised two week time promised was up. The advisor was very honest and said that they had received request for my file with a deadline of the 6th of December from the FOS but he said it was highly unlikely this would be sent in that time frame he also said they are now outsourcing staff to deal with complaints as they can’t deal with the volumes. He said it would probably be months before they would send my file. What a joke! I don’t see the point now in even sending complaints to the lenders
Sara (Debt Camel) says
You have to give the lenders 8 weeks, you can’t go direct to FOS.
I hope MoneyShop outsource to whoever is running PDUK’s complaints handling – they are a much more professional and efficient bunch. Of course they don’t always make the correct decisions (haha) but they are a lot easier to deal with than the Moneyshop.
Ann Brown says
Hi Sarah I received emails from PDUK and Payday Express at the eight week deadline saying they need another 3-4 weeks I actually thought they were all dealt with By the same company. I appreciate you have to give the lenders right weeks but I can imagine I’m not the only one who is frustrated at the end of it when you’re back to square one. I think it’s more the poor customer service from the Moneyshop that gets to me when they don’t even reply to people’s emails
siobhan says
I thought PDUK and the money shop were the same people?
Sara (Debt Camel) says
They are the same company. But the brands always operated quite separately. For example PDUK will ask for your bank statements sometimes to check affordability on some loans, the Moneyshop never does. PDUK’s complaint handling used to be dreadful, but after they stopped offering loans last year, it improved a lot.
Siobhan says
Hi Ann,
That is really frustrating, why do they give these deadlines when they are clearly unable to stick to them. You give them the 8 weeks, then they say they need another 3 to 4 weeks, which you give them. They then come back to you and say they can’t consider loans over 6 years, as this is clearly not the case, you query it, they then say they need another 2 weeks and they will come back to you. The 2 weeks passes and you have no contact from them, you call them only to be told it will now take months for them to sent your file to the FOS. Unbelievable!!
Ann Brown says
Hi Siobhan I know it’s a nightmare! I know it’s gonna be a long process now with the FOS as I wouldn’t imagine tg e Moneyshop will come up with an offer to settle now it’s with the FOS or am I wrong?
siobhan says
Hi Ann,
Have seen it written on here that if The Money Shop come up with a good offer, you can then withdraw your complaint with the FOS, but don’t know if that has ever been the case with anyone! Don’t hold your breath on that one!
Ann Brown says
Hi Siobhan no I don’t hold out much hope of that, will just have to wait it out now we what happens with the FOS w i ‘ll keep everyone posted good luck with yours
Bill says
Hi, it appears the money shop..Aka payday uk..payday express! Have the same method to all complanteess with the same response ( why didn’t you complain before the 6 years! I’ve replied too all the above several weeks ago saying ( multi media, Facebook,Martin Lewis etc) but no reply! Stalling everybody it seems! Oh and I have phoned each and everyone of the above, yes ever so nice and charming! But so was the Yorkshire ripper!
Ann Brown says
Hi when you call they basically tell you that your complaint won’t be dealt with in the specified time do just wait the eight weeks and go to the FOS I don’t understand why the FOS is not stepping in with these companies and urging them to resolve their complaints in house rather than overloading the FOS with more cases
claire says
Hi,
I have finally recieved my SAR info from PDUK & PD Express.
PDUK is all good and is an extensive list of loans which I am confident taking to FOS. Payday express was only one loan, which I know usually arent worth taking to FOS. However this one was rolled over 8 times, in conjunction with my loans from PDUK being offered, rolled over, paid and the usual cycle. Would it be worth taking to FOS as they ran concurrently from the same company?
I havnt bothered escalating one loan cases to FOS before as I know they are diffcult to uphold.
Thanks!
Sara (Debt Camel) says
Any loan that was rolled 8 times is worth taking to FOS.
Jolo says
So I have finally received my statement that I requested at the beginning of oct!! It’s very complicated and some scary reading😱 I’m currently just shy of the 3wk mark of the extra 3-4 wks they asked for but may just send to fos when I have finished working statement out. I’ll keep you posted
C says
Hi Sara.
The adjudicator got in contact about my TMS cheques loans and a suggested refund.
I had continual repayments and even increases during a period between 2011 and 2013. Then a break of three months.
I then took out another few cheque loans and continued for 6 months. (2013-2014)
Then a break for 8 months and similarly, continued for several months again.(2014-jan 2015)
In short (as the letters are quite detailed) The adjudicator is saying that only those between 2011 and 2013 need to be paid back because of the breaks between the others, plus my wage increasing should have allowed me to pay the later ones (2014/15).
I returned an email as the case against myjar over this same time frame 2012-2017 clearly shows that I owed more than I was earning around that 2014/2015 era, plus it was the height of my lending which is clear on my statements and lending breakdown I’ve sent them. I was using some loans to pay TMS then vice versa hence the breaks.
Do the adjudicators look at the cases previously for consistency or is it a case by case basis each time. It seems odd that my jar, which had breaks as well went right up to my last loan in 2017 for refund.
Thanks
C
Sara (Debt Camel) says
Adjudicators don’t usually look at what other adjudicators have decided. However you should go back to the adjudicator and say that this decision https://www.financial-ombudsman.org.uk/files/17803/payday-loans_series-of-loans_final-decision-lender-B.pdf published in the Technical Guidance section of the FOS website, so it is intended to cover points that are generally applicable to a lot of cases, says:
” In this case, the biggest gap in lending is of around five months between loan 19 and loan 20. I’ve thought about the length of this gap and about the point in this lending relationship at which it occurred. But, in the circumstances of this complaint, I don’t think this gap is long enough to represent a clean break in lending. And so I intend to look at all of Mrs M’s loans as one continuous chain.”
and suggest that the same should apply to the short gaps in your borrowing from the Money Shop. The fact that you had borrowed from TMS for so long means they should have looked at your case in detail when you restarted borrowing and your bank statements and credit record would have showed that you were borrowing more than your monthly salary for the later loans.
C says
You’re a star,
Thanks Sara
Ann Brown says
Hi Sarah I received a letter from the FOS re my Moneyshop complaint asking for bank statements and a copy of my credit report. I called them asking if all they needed was my current credit report however while we were discussing my complaint the advisor said that as I had received a reply from the Moneyshop after my final response letter saying they were going to look back into the complaint and contact me in one -two weeks I would need to receive a Final final response letter before they could look into my complaint any further is this correct? Thanks
Sara (Debt Camel) says
In practice your complaint won’t be picked up by an adjudicator within the next one to two weeks anyway. Importantly you now have the case with FOS. And the moneyshop knows that if it doesn’t settle with you, there is no chance of you giving up and not sending the case to FOS!
Ann Brown says
Thanks Sarah the FOS said it will probably be a few months before my case is picked up will keep you posted
Jolo says
So after sitting down and trying to work it all out I think I have it sorted. Just over a year and a half of continually borrowing by either rolling over or letting the cheque be banked then doing a new one. I have a total of £1774 in interest and then a few more interest and late fees added on at the end when I just couldn’t keep up any more, so not sure if I should add these on aswell?? If yes then its about another £200-£300. Its scary to look back now at what I and all of us went through to try and keep on top of things as I know myself I had other payday and door step loans running at the same time just to try and keep afloat.
Also has anyone tried ABL?? I sent a info request and complaint in to them around 10th Oct but have had zero response from them not even a acknowledgement after several emails. Any ideas??
Ann Brown says
Hi Jolo good luck I know yo u mean I cashed cheques every month from 2007 – 2011 plus other payday loans with Payday UK payday express and wageday advance who are supposed to getting back to m e by Friday although it looks like none of these companies actually work within the supposed deadlines and just string customers along till they eventually go to the FOS delaying it even further. I’ve passed all my complaints now to the FOS and will just wait over the next few months see wha r happens as these companies don t answer emails and just basically gov customers off albeit in a nice manner when you call
Jolo says
I’ve not sent mine to the fos yet for a couple of reasons
1) due to me putting the complaint in mid Sept via resolver then them taking 3 wks to ask me to confirm some details they said thay could only start the claim from the date of the second email. After some going back and forth and speaking to a manager about the lack of statement he said he would back date it to Sept and sent me the 8wk email asking for 3/4 wks there and then so I doubt it had even been looked at by that point.
2) I wanted to wait for my statement to arrive so that I could say exactly what had happened as appose to me saying we’ll this and that happened.
Now that I have all the info I will give them till nxt Thurs to respond and if they don’t it’s going to the fos no more time for them haha
Obviously with mine being over 6 years old I’m expecting a long wait unless they decide to make a offer
Ann Brown says
Hi Jolo my complaints are all over six years too
Ann Brown says
Hi Sarah I called the FOS today and they said as the complaint is now with them it’s highly unlikely The Moneyshop will contact me with any offer of redress even though they initially said after my final response letter to which I replied to that they would get back to me in a week or two that was on the 12th so it looks like they are just using delaying tactics and eventually the majority are being sent to the FOS which is causing a huge backlog of complaints for them to deal with
Bill says
Called the money shop every day, even though I’ve had final responses 3 months ago then still tempt you with ( we will get back to you in two weeks) they appear to stall people in giving up! It’s becoming clear they are a very dodgy company!
Rich says
Not looking good is it. I’ve given up contacting them as like you they keep saying the same thing every week. Mines been referred to FOS so will just have to wait longer.
Although I have a feeling this is the beginning of the end for this company. Looks like they can’t handle the ramp up of complaints. Just like Wonga… who knows what’s next
Ann Brown says
Hi all I eventually after about almost daily emails to the Moneyshop received a reply today saying do not contact us as your complaint is now with the FOS it will take longer but they are still trading so hopefully we should all have good luck with our complaints
siobhan says
Hi,
With everyone having the same issues when contacting the Money Shop, including me, you have to wonder if the are actually looking at the complaints now, or are just paying lip service when you call them. I mean has anyone actually been contacted By the Money Shop themselves with an offer? Or are they leaving it all to the FOS now?
Jean hall says
Hi all just called fos regarding loan with TMS … they have sent my file back to fos but the adjudicator is saying that the money shop are only paying out for loans taken after 2012 l has a total of 3-4 loans with around 55 to sixty rollovers the adjudicator said that they are unable to look at many of these has the fos only stArted regulating payday loans after a certain time and chances of me getting anything back is slim “ very confused “ because I was under the impression that they would be looked at…. she said l should get a answer 56 days from when they revived the file so l am thinking end of January… l wished l had accepted the original offer from the money shop of £2000 🙈 my claim with H&T is in the queue for an adjudicator they have accepted the claim so hopefully want be to long again had loans from 2006 but will only it seems pay from 2012 …. l feel like they have this cut of period so that consumer can only get a limited amount of money back so unfair
Sara (Debt Camel) says
If any of your loans were before April 2007, FOS cannot look at those. For loans after 2007 FOS should be able to look at these.
elliot tunnicliffe says
hi, i received a final offer from the money shop on friday, for £1793 which i emailed to accept, does anyone know once you have accepted and sent your bank details how long it will take for the money to be back with myself? {obviously hoping in time for christmas} to all who are having the issue of why didnt you complaint earlier i just said due to the financial implications of their loans i had no access to the internet as had to sell my laptop and phone to make some money back… got my offer the next day… hope all goes well for you all…. these were loans from payday express, with payday uk they claim i never had any loans with them but i want this money from payday express to hit my bank befor i move on to sorting out the pduk ones
Rich says
That’s great news Elliot! May I ask how long it’s taken them to send you a final response from the day you complained?
Still not got a final response and it’s been 13 weeks
Thanks
Annie says
I received an email from payday UK over 4 weeks ago now saying that they needed another 3-4 weeks.Do you think it looks likely that I will receive some kind of offer?or are they still refusing to pay out even after making people wait for over 3 months?
Rich says
Exactly same position as you – 3 months after initial complaint and no final response.I do hope it means they are looking into it therefore coming back with an offer as you’d expect them to have rejected it earlier if they weren’t going to consider. Unfortunately it seems like they’re overwhelmed by the volume so in reality they probably haven’t even looked at it yet.
Nick says
Hi, can anyone advise me please. I filed my complaints to the money shop and payday uk back in August, had all the usual we need more time emails etc, got a final response end of November saying they were upholding the complaint on one loan with the money shop, but wouldn’t look at the others as they were over six years old, even though I’d previously stated why I was only complaining now. Sent an email saying I was going to bypass the ombudsman and go straight to litigation, as they are just playing the system and using stalling tactics. Got a reply saying if I took them to court I couldn’t then use the ombudsman afterwards? This cannot be true surely? Has anyone taken them to court instead of using the ombudsman?
Sara (Debt Camel) says
“Got a reply saying if I took them to court I couldn’t then use the ombudsman afterwards? This cannot be true surely”
I haven’t seen anyone try this but is sounds like a bad idea for two reasons.
1. Your court case will probably be chucked out because you are outside the 6 year statute of limitations.
2. There is a real danger that FOS would refuse to look at a case you had lost in court. They are there as an alternative to litigation, not a second bite of the cherry if you lose a case.
Ann Brown says
I think when it comes to loans over six years the moneyshop are automatically using delaying tactics and expecting customers to go to the FOS everyone gets the same email asking for 3-4 weeks etc the bottom line is they can’t deal with the volumes of complaints hence the generic replies and very nice but no update available advisors I have worked in the Call Center Industry for over 16 years and know these guys have been trained to be apathetic to customers explaining high volumes but every call suggests might be an option to go to FOS on a positive note however pu t a complaint in to safety net credit 2 weeks ago and received email today with offer of full interest
siobhan says
It really is ridiculous how long the Money Shop is taking to respond now, they really are the worst out there! Thankfully when the 8 weeks were up, I ignored their request for another 3-4 weeks and escalated to the FOS. Even if I had of believed them the 4 weeks were up today, and you’ve guessed it, I have had no contact from them! Surprise Surprise!!
Ann Brown says
Hi Siobhan you are in similar situation as me with loans over six years The Moneyshop will not answer any emails ultimately I would say if after eight weeks and you you have older loans go straight to the FOS if your complain is genuine they will deal with the complaint it may take a bit of time due t o these payday lenders not dealing with their complaints in house but definately best course of action now with them